Junior Service Desk Analyst

dentsu•Norwalk, WA

8d•Onsite

About The Position

Americas Enterprise Technology is redefining IT operations by moving from a reactive to a proactive approach, utilizing real-time device monitoring and analytics to anticipate and prevent issues before employees notice them. The IT Asset Technician plays a key role in this mission within Technology Operations, managing hardware throughout its lifecycle, supporting deployment and retrieval programs, and responding to tickets and service requests efficiently. This role offers exposure to asset lifecycle management, service delivery, enterprise technology systems, automation, and digital employee experience tools, with opportunities for growth and increased responsibility within Enterprise Technology. It is a hands-on position with significant responsibility and growth potential, ideal for someone wanting to learn and contribute to modern IT operations.

Requirements

Bachelor’s degree preferred; equivalent work experience will be considered.
1–3 years of experience in IT, technical support, or a related field.
Strong verbal and written communication skills — you can explain a technical issue clearly to someone who has no IT background.
Genuinely excited to learn — you do not need to come in knowing everything, but you need to come in wanting to.
Strong customer service orientation with the ability to communicate clearly at all levels of the organization.
Good analytical and problem-solving skills, with a precise approach to documenting issues and resolutions.
Ability to organize and prioritize work effectively in a fast-paced, high-volume environment.
Methodical and disciplined — you follow established processes and flag when something does not fit.
Comfortable working under pressure, both independently and as part of a team.
Active listener who can translate technical concepts into accessible language for non-technical users.
Basic knowledge of PC hardware and software.

Nice To Haves

ITIL Foundation certification, or active pursuit of it.
Prior experience in a service desk, help desk, or IT support role.
Familiarity with enterprise ITSM tools (ServiceNow, Cherwell, or similar).
Hands-on experience with AI tools such as Claude, ChatGPT, or Gemini — even personal or exploratory use counts.
Familiarity with automation tools such as Microsoft Power Automate or UiPath.
Exposure to digital employee experience (DEX) platforms such as Nexthink.
Ability to speak Spanish or Brazilian Portuguese — a meaningful plus given the team’s support across the Americas.

Responsibilities

Support all inbound engagement channels, including phone, chat, email, and self-service.
Log and manage incidents accurately, capturing symptoms, diagnostic data, and related configuration item (CI) details.
Monitor ticket queue progress, keep users informed throughout the lifecycle, and resolve or escalate as appropriate.
Allocate unresolved tickets per established escalation procedures and maintain accurate resolution records.
Respond to escalations promptly, ensuring major incidents are handled with urgency and communicated clearly.
Provide accurate information on hardware, software, and services available to employees.
Coordinate with the team on asset requests, tracking deployments and returns through the full asset lifecycle.
Monitor systems under the Asset team's remit, identify performance trends, and assist in corrective action to prevent recurring issues.
Maintain and update incident records, asset logs, and CI data throughout the full lifecycle.
Participate in asset lifecycle projects, including device deployment, technology refresh, and equipment retrieval, supporting the team in executing high-volume programs on time and to standard.
Maintain the accuracy of the CMDB and fixed asset register, ensuring every device is correctly recorded, assigned, and accounted for at each stage of its lifecycle.
Deliver consistent, high-quality service against established quality assurance measures.
Advise users on available systems, products, and services, communicating in plain language and from the customer's perspective.
Support positive and negative customer satisfaction outcomes with timely, honest responses.
Champion ITIL best practices across the team, contributing to a culture of disciplined, process-driven service delivery.
Contribute to the Service Desk knowledge base, ensuring documented processes and procedures are current and accurate.
Support the development and maintenance of asset team tools to meet evolving customer and IT service needs.
Train and support new team members as part of the service induction program.
Contribute to identifying opportunities where AI and automation could improve how the team works.